Assistedin thegroupchatAnswered thecall within 10seconds (micdown vs up)Ready to takethe callBuild rapportaround thesmart deviceConfirmed thereason forcalling outsideof thecompassionstatementTroubleshootedthe issuebeforetransferringAsked "if there'sanything else toassist with" priorto transfer/callendingCelebratedwins with thecustomer(reassurance)Didn'tover talkthecustomerAskedprobingquestionsUsedtoolsWarmTransferSent anACE toa peerScheduleda callbackMentionedtheoutboundscriptRemainedconversationalLeftdetailednotesFollowed theproper 5-point holdprocedureDispositionedthe callproperlyRecapped the callprior toending/transferringAssured thecustomerthat we canassistReassuredthe customerwith 3 powerwordsBrandedthe callDeliveredanexceptionalexperienceOwned theresolutionwith positivephrasingSharedbestpracticeswith a peerTailored theempathystatement tothe reasonfor callingEnthusedtone fromstart tofinishProvidedclearinstructionsAcknowledgethe customerby their nameAssistedin thegroupchatAnswered thecall within 10seconds (micdown vs up)Ready to takethe callBuild rapportaround thesmart deviceConfirmed thereason forcalling outsideof thecompassionstatementTroubleshootedthe issuebeforetransferringAsked "if there'sanything else toassist with" priorto transfer/callendingCelebratedwins with thecustomer(reassurance)Didn'tover talkthecustomerAskedprobingquestionsUsedtoolsWarmTransferSent anACE toa peerScheduleda callbackMentionedtheoutboundscriptRemainedconversationalLeftdetailednotesFollowed theproper 5-point holdprocedureDispositionedthe callproperlyRecapped the callprior toending/transferringAssured thecustomerthat we canassistReassuredthe customerwith 3 powerwordsBrandedthe callDeliveredanexceptionalexperienceOwned theresolutionwith positivephrasingSharedbestpracticeswith a peerTailored theempathystatement tothe reasonfor callingEnthusedtone fromstart tofinishProvidedclearinstructionsAcknowledgethe customerby their name

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
I
2
G
3
O
4
G
5
I
6
O
7
B
8
N
9
G
10
G
11
I
12
G
13
B
14
B
15
I
16
O
17
N
18
I
19
N
20
I
21
B
22
B
23
O
24
O
25
N
26
B
27
G
28
O
29
N
  1. I-Assisted in the group chat
  2. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  3. O-Build rapport around the smart device
  4. G-Confirmed the reason for calling outside of the compassion statement
  5. I-Troubleshooted the issue before transferring
  6. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  7. B-Celebrated wins with the customer (reassurance)
  8. N-Didn't over talk the customer
  9. G-Asked probing questions
  10. G-Used tools
  11. I-Warm Transfer
  12. G-Sent an ACE to a peer
  13. B-Scheduled a callback
  14. B-Mentioned the outbound script
  15. I-Remained conversational
  16. O-Left detailed notes
  17. N-Followed the proper 5-point hold procedure
  18. I-Dispositioned the call properly
  19. N-Recapped the call prior to ending/transferring
  20. I-Assured the customer that we can assist
  21. B-Reassured the customer with 3 power words
  22. B-Branded the call
  23. O-Delivered an exceptional experience
  24. O-Owned the resolution with positive phrasing
  25. N-Shared best practices with a peer
  26. B-Tailored the empathy statement to the reason for calling
  27. G-Enthused tone from start to finish
  28. O-Provided clear instructions
  29. N-Acknowledge the customer by their name